AMIRA REMADNA
Oxford,UK
Summary
Innovative and results-driven Business Management & Computer Science graduate with multi-disciplinary experience across Commercial, Operations/Helpdesk, Project Management and Procurement within EQUANS. Recognised with a Silver Excellence Award and mentored by senior leaders ; David Carr and Amelle Mestari accelerating leadership skills. Led the MMUH Helpdesk Reset, delivering major operational improvements, significant penalty reduction and stronger SLA compliance. A confident, multilingual communicator skilled in stakeholder engagement, team leadership and continuous improvement. Active member of the YPN committee; Apprentice Lead
Overview
6
6
years of professional experience
2021
2021
years of post-secondary education
Work history
Procurement Officer- Placement 3
Equans- UWL/UOB/UOE
South
2025.09 - 2026.03
- Managed procurement activities across three sites, ensuring cost efficiency and compliance with company standards.
- Oversaw contract management, including negotiation, tender reviews, and supplier performance monitoring.
- Handled supply chain management, optimizing vendor relationships and ensuring timely delivery of goods and services.
- Collaborated with key stakeholders including operational teams, compliance teams, and clients to align procurement strategies with business objectives.
- Actively managed supplier and stakeholder relationships, resolving conflicts, maintaining trust, and ensuring long-term partnerships.
Project Manager/ Helpdesk Manager- Placement 2
Equans- MMUH
Sandwell
2025.03 - 2025.09
- Managed a team of 11 Helpdesk operatives and 3 supervisors, providing leadership, coaching, and performance oversight.
- Led a complete Helpdesk operational reset, addressing severe performance and cultural issues.
- Designed and implemented new team structure, including active recruitment and onboarding of staff.
- Developed and enforced Helpdesk Code of Conduct and Local Operating Procedures (LOPs).
- Oversaw/ Led HR-related matters, including sickness and attendance management, performance reviews, disciplinary meetings, and union representation.
- Conducted regular 1:1s, team meetings, and performance reviews to drive engagement and accountability.
- Introduced rota redesign for fair coverage and improved work-life balance.
- Reduced monthly financial penalties from £1.2M to £73K through operational improvements and SLA compliance. (Team Effort)
- Rebuilt the Helpdesk team from scratch, reducing sickness rates from 50%+ to full attendance.
- Improved SLA adherence from frequent failures to consistent compliance through jeopardy management and live dashboards.
- Delivered £18K cost savings and projected £60K savings through engineer rota rollout.
- Increased team morale and engagement, introducing recognition initiatives and fostering a positive culture.
- Successfully handled complex HR issues, ensuring compliance and maintaining positive union relations.
- Achieved measurable improvements in call handling, email response times, and overall service reliability.
Generalist Graduate scheme- Commercial Assistant
Equans – MMUH
2024.09 - 2025.03
- Worked on Sustainable FM services with commercial team at Sandwell and West Birmingham Hospitals
- Passionate about driving improvements and actively worked with the operational team to identify issues, implement new processes, and reduce performance deductions.
- Developed and delivered toolbox talks to enhance team understanding of KPIs, fostering a focus on compliance and performance enhancement.
- Provided commercial support for the Lot 2 and Lot 3 Contracts, serving as the point of contact for subcontract reviews and contractual matters.
- Supported the mobilization of Hard FM services at Midland Metropolitan University Hospital and contributed to managing contractual obligations and cost recovery efforts.
- Committed to continuous improvement and operational efficiency within the MSW Commercial Team.
Operations Helpdesk Administrator
EQUANS – OJR- Oxford
Oxford
2022.01 - 2024.09
- Facilities Management Helpdesk Administration- weekend: part of the Helpdesk Team based at the John Radcliffe Hospital in Oxford.
- Demonstrated adeptness in accurately addressing client/customer requests and handling complaints with sensitivity and efficiency.
- I am passionate about teamwork and fostering good relationships with all departments and colleagues.
- Distinguished as the most efficient, flexible and reliable colleague.
- Maintained professionalism while handling calls and emails.
- Dedicated to driving high KPI stats through strategic initiatives.
Senior Customer Operations Specialist
Lloyds Banking Group
2021.03 - 2024.08
- Successfully scoring the highest KPI in managing external client relationships by effectively communicating with Solicitors, third-party companies, and international governmental
entities, resulting in enhanced collaboration and customer satisfaction - Managed complex bereavement cases, Achieved top KPIs in productivity; recognised for attention to detail and collaboration across teams; promoted twice.
Banking consultant
Lloyds Bank - Oxford, Oxfordshire
Oxford, Oxfordshire
2020.03 - 2021.03
- Managed complex transactions, ensuring legal compliance.
- Planned and managed customer interactions; educated customers on product options and technology.
- Captured financial goals accurately; drove referrals and client retention.
Education
Bachelor of Science - Business Management And Computer Science
Oxford Brookes University
Oxford, OxfordshireSkills
- KPI and SLA Focused
- Analytical skills and good attention to detail with strong IT skills
- Effective communication on all levels
- Excellent problem-solving and decision-making
- Executive Customer Service/Customer Experience
- Interpersonal with a very calm attitude
- Well-developed emotional intelligence and self-awareness
- Complaint handler / Dispute resolution
- Commercial awareness
- Tender reviews
- Sustainable procurement
- Operational Excellence
LANGUAGES
English: Fluent
Fluent
Arabic: Native
Native
French: Fluent
Advanced
Timeline
Procurement Officer- Placement 3
Equans- UWL/UOB/UOE
2025.09 - 2026.03
Project Manager/ Helpdesk Manager- Placement 2
Equans- MMUH
2025.03 - 2025.09
Generalist Graduate scheme- Commercial Assistant
Equans – MMUH
2024.09 - 2025.03
Operations Helpdesk Administrator
EQUANS – OJR- Oxford
2022.01 - 2024.09
Senior Customer Operations Specialist
Lloyds Banking Group
2021.03 - 2024.08
Banking consultant
Lloyds Bank - Oxford, Oxfordshire
2020.03 - 2021.03
Bachelor of Science - Business Management And Computer Science
Oxford Brookes University